Manual FAQ & troubleshooting
Quick answers to the questions we get asked most. Find your problem below, try the fix, and follow the link if you need the full steps.
First, try thisMost "it's not showing" problems are fixed by syncing. On the device, tap the sync button (circular arrow) at the top of the Checkout screen and wait for the time next to it to update. In the dashboard, click Refresh at the top right.
1
Signing in
| Problem | What to do |
|---|---|
| I forgot my dashboard password. | The dashboard doesn't have a reset option yet. Email info@wipos.cc from your registered email address and we'll help you reset it. |
| Invalid login credentials | Check the email for typos and extra spaces, and that Caps Lock is off. See If you can't sign in. |
| Unable to load dashboard | Check your internet and sign in again. If it keeps happening, your account may not be linked to a business yet. Contact us. |
| A staff member can't sign in to the dashboard with their PIN. | That's expected. The dashboard is for the owner's account only. Staff use their PIN in the WiPOS app. See Staff PINs at the counter. |
| I'm seeing the wrong shop's products or sales. | Check the business name at the top left, and switch business if needed. |
2
Changes not showing up
The dashboard and your devices share data through the internet. Each sale is sent to the dashboard as soon as it's made, if the device is online. Everything else, such as products and settings, syncs automatically about every 15 minutes and whenever the app is opened.
| Problem | What to do |
|---|---|
| A product I added or edited in the dashboard isn't on the counter. | Tap the sync button on the device's Checkout screen. If it still isn't there, check you added it to the same business the device is signed in to. |
| A settings change (tax, language, customer display…) hasn't reached the device. | Give it up to 15 minutes, or sign out of the WiPOS app and back in. See Check it saved. |
| Today's sales aren't in the dashboard. |
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| The sync time on the device shows Error (red). | Check the device's Wi-Fi or mobile data, then tap sync again. If it keeps failing, sign out of the app and back in. If it still fails, send a report from Others › Troubleshoot in the app and email us. |
| A new employee's PIN doesn't work on the device. | Make sure they're Active, then sync the device or restart the app. |
Before you sign out of the appSigning out clears the device's local data. If the device has been offline, let it come back online and sync first, or unsent sales could be lost.
3
Devices & licence
| Problem | What to do |
|---|---|
| This business has reached its device limit when signing in on a device. | Your licence includes 1 device, plus 1 for each Multi-Counter counter. Deactivate a device you no longer use on the Licence page, then sign in again. Or add counters in Add-ons. |
| My device broke or was stolen. How do I move to a new one? | Deactivate the old device in the dashboard, then sign in on the new one. It registers itself. |
| When does my licence end? | See Licence Expiry on the Licence page. Contact us or your dealer to renew before that date. |
| The deactivation code email didn't arrive. | Check spam, wait a minute, then close the window and request a new code. It's sent to the email you sign in to the dashboard with. |
4
Staff & PINs
| Problem | What to do |
|---|---|
| A cashier can open screens they shouldn't, like refunds or reports. | The Admin Passcode isn't set. Without it, every PIN has full access and roles are ignored. Set the Admin Passcode, then check the role's permissions. |
| A staff member forgot their PIN. | Set a new PIN for them in the dashboard. Nobody can see an existing PIN. See Change or reset a PIN. |
| I forgot my Admin Passcode. | Sign in to the dashboard, go to Settings, type a new one in Admin Passcode and click Save Settings. |
| A PIN works for Checkout but not Reports. | Working as intended: their role doesn't include that permission. Add it to the role if they need it. |
| Someone left the business. | Switch them to Inactive the same day. See Manage employees. |
5
Products & stock
| Problem | What to do |
|---|---|
| I can't type in Stock Balance when editing a product. | That's on purpose, so every stock change is recorded. Use Restock for new stock, or Stock Adjustment to fix a count. |
| A product with this barcode already exists | Each barcode can only be used once per business. Search the product list for it, or use a different code. |
| I can't find the Delete button in the dashboard. | Products are deleted in the WiPOS app, under Others › Inventory. See Delete it from the WiPOS app. |
| The stock number looks wrong. | Open the product and check its history to see every sale, restock and adjustment. Then correct it with a Stock Adjustment. |
| A product never shows as Low stock. | Check its Low Stock Alert is set. This needs the Premium plan. |
6
Importing from Excel
| Problem | What to do |
|---|---|
| After importing, all my stock went to 0. | The file had no Stock Balance column, so the default (0) was used. Next time, include a Stock Balance column. A blank cell keeps the current stock. Fix the counts now with a Stock Adjustment. |
| Importing again created duplicate products. | The file had no barcode column, so WiPOS couldn't match the rows to your existing products. Always include a Barcode / Item Code column. See Prepare your file. |
| My variants disappeared after importing. | A blank Variants cell removes that product's variants. Leave the Variants column out of the file if you don't want to change variants. See Variants format. |
| Other error messages | See If something goes wrong. |
7
Reports & numbers
| Problem | What to do |
|---|---|
| A product shows a 100% margin. | It has no cost price. Add the cost price. This only fixes future sales; past sales keep the cost they were sold at. |
| My profit looks too high. | Same cause: products without a cost price count as pure profit. See Profit & margin. |
| The dashboard total doesn't match what I counted. | Check the date range. Net Revenue subtracts refunds, and voided sales aren't counted at all. See The three summary cards. |
| The drawer is Short. | Open Counter Sessions to see which shift, then check staff activity for refunds, voids and drawer openings. |
| Customers are charged more than the shelf price. | Check Tax % in Settings. Tax is added on top of your prices. If your prices already include tax, set it to 0. |
8
Add-ons & billing
| Problem | What to do |
|---|---|
| Nothing happened when I clicked Checkout. | Your browser blocked the new tab. Allow pop-ups for the dashboard and try again. |
| I paid, but the add-on isn't working on the device. | Click Refresh on the Add-ons page to check it shows Active. Then sign out of the WiPOS app and back in on the device. |
| A menu like Customers or F&B is missing from the dashboard. | These only appear when you have that add-on. See Add-ons. |
| An add-on shows Past due. | A payment failed. Update your card or contact us, or the add-on will be switched off. |
| I want to stop an add-on. | See Cancel an add-on. |
?
Still stuck?
Email info@wipos.cc. To help us fix it faster, include:
- Your business name.
- What you were trying to do, and what happened instead.
- A screenshot of any error message.
- For a problem on a device, send a report first from Others › Troubleshoot in the WiPOS app, so we can see what happened.